Darren Ridgeway
Du Quoin,IL
Summary
Managed client inquiries through phone, email, and live chat, delivering outstanding support and fostering strong relationships with over 150 clients weekly.
Overview
37
37
years of professional experience
Work History
Customer Support Specialist
Jenesis Software
Elon, NC
03.2021 - 05.2025
- Provided remote support via phone, email, and chat to over 800 clients, resolving 95% of issues on first contact with a 4.8/5 CSAT.
- Guided insurance agencies in using Jenesis AMS, reducing repeat tickets by 30% through effective troubleshooting and training.
- Logged all interactions in CRM, helping cut average response time by 15% and created 50+ support resources.
Customer Support Technician I
Southern Illinois Healthcare
Carbondale, IL
11.2015 - 06.2016
- Resolved 30+ daily technical support tickets involving hardware, software, and system issues, achieving a 95% first-contact resolution rate
- Delivered in-person, email, and phone support to over 100 end-users weekly, reducing average response time by 20%
- Performed daily system checks and maintenance across 200+ workstations to ensure 99.9% uptime and optimal performance
Software Support Technician
Custom Software Solutions, Inc
Memphis, TN
02.2000 - 08.2014
- Provided technical support for 150+ end-users at a logistics firm, resolving 95% of helpdesk tickets on first contact and serving as primary IT liaison to the President of Operations.
- Improved workflow efficiency by 20% customizing logistics reports for 30+ clients using MS Access, parsers.
- Diagnosed and resolved network, printing, and system issues; managed disaster recovery processes and monthly data archiving, ensuring 99.9% system uptime and business continuity.
Software Support Technician
Transportation Management Systems, Inc
12.1993 - 08.1998
- Delivered exceptional remote software support to over 50 clients weekly through phone and modem, resolving technical issues related to Transportation Management Software with a 95% first-call resolution rate.
- Customized 100+ client-specific documents, including reports and invoices, using Crystal Reports and SQL queries, ensuring compliance with individual business requirements and improving client satisfaction scores by 20%.
- Collaborated with software development and hardware teams to identify, debug, and test system enhancements and hardware integrations, reducing software bugs by 30% and accelerating release cycles by 15%.
Data Processing Technician
Atlantic Intelligence Command (AIC) United States Navy
04.1988 - 08.1992
- Supervised and trained a team of 10+ junior and senior personnel in data entry, word processing, incident reporting, and system troubleshooting, improving operational accuracy by 25% and reducing data processing errors by 15%.
- Managed continuous operation and uptime of 6 critical computing systems, including two IBM 3090-400 mainframes, one IBM 4381, and three VAX and Britton-Lee mini computers, achieving 99.8% system availability for mission-critical operations.
- Performed daily backups, user support, and issue resolution for over 200 end-users, while authoring and maintaining comprehensive Standard Operating Procedures (SOPs), which enhanced help desk resolution times by 30%.
Education
High school diploma -
Southern Illinois University
Carbondale, ILData Processing Technician A School -
San Diego, CASkills
- Patience
- Empathy
- Problem-Solving
- Active Listening
- Clear Communication
- CRM Software Proficiency
- Technical Troubleshooting
- Data Entry & Documentation
- Multichannel Communication
- Knowledge Base Management
Additional information
- Military Service
- United States Navy
- Rank: E5
Timeline
Customer Support Specialist
Jenesis Software
03.2021 - 05.2025
Customer Support Technician I
Southern Illinois Healthcare
11.2015 - 06.2016
Software Support Technician
Custom Software Solutions, Inc
02.2000 - 08.2014
Software Support Technician
Transportation Management Systems, Inc
12.1993 - 08.1998
Data Processing Technician
Atlantic Intelligence Command (AIC) United States Navy
04.1988 - 08.1992
High school diploma -
Southern Illinois University